Business Process Management (BPM) is a discipline that helps organizations mobilize resources, automate mundane manual tasks, measure and improve business automation processes and enable self-service through business intelligence. Traditionally the concept of BPM has centered around the priority of cost-cutting and process atomization alone. However, digital transformation in this modern world has revolutionized and the focus has now shifted towards improving customer service. Today, as Artificial Intelligence (AI) becomes more prevalent, businesses are considering whether making AI Chatbots a part of BPM tools will allow companies to optimize work and cut human errors out of processes while improving service to customers. Based on a report from the research firm Forrester's, Rob Koplowitz mentions, Business process management (BPM) is in the throes of an extreme makeover and here are the areas where BPM will evolve.